Lifeline Avis 1 031

Seems actual service is ok but the customer service is bad. Had to speak
With billing and spoke with 2 different people, I had problems understanding
these people, don’t know if my billing problem has been taken care of since
I couldn’t understand. Very frustrating.

An issue that should have been resolved at the end of October has now dragged on into mid January. I called Lifeline to cancel my father's account on 10/21. I was advised that the equipment would need to be returned before the account would be canceled. Lifeline provided a Fedex label for this purpose. The equipment was returned on 10/24. Tracking confirmed that it was received by Lifeline on 10/28. However my father's account was charged on 11/5. I called on 11/12 to rectify the situation and was told that the account cancellation had been processed and a request to credit his bank account had been initiated. Not only was there no credit to his account but they continued to withdraw from the account in December and again in January. I called again on 1/16 with no final resolution provided. I called again today (1/19) and was told there would be no more charges moving forward but that it could take another month to process the refund - something that should have already happened in November. Totally ridiculous! This is no way for a company to do business.

I appreciate your patience in helping me to learn to use my monitor. Things change a lot as you get older and remembering how to do things needs help. I appreciate your willingness to be that helpful for me. Thank you for being here. It makes me feel like I have a roommate around my neck! God bless you.

The response was quick and the people were thorough and caring . I was very satisfied! It occurred me say after Christmas.

I’m writing because of a recent experience that has left me very concerned about the reliability of your service.

I purchased Lifeline for my mother as a senior because I wanted peace of mind — the reassurance that if she ever needed help, someone would be there. Recently her watch was not working properly, and after a diagnostic test, I was told by one of your staff to place a test call to make sure everything was functioning as it should.

On the first test call, the phone rang for over two minutes and then disconnected on its own. No one called back to check on her. I tried again, and the second call was only answered after more than two minutes of ringing. When someone finally answered, the representative was very dismissive of my concerns and came across as snippy when telling me that a team leader would call me back. At this point, I have still not received any follow-up call.

I understand that call volumes can vary, but for a service meant to support seniors and vulnerable people, this experience seriously undermined the sense of safety and reassurance we were expecting when we signed up.

Because of this, I am now very uncomfortable relying on Lifeline for my mother’s safety and am actively looking into other options. I wanted to share this feedback so you understand how experiences like this affect families who are trying to protect their loved ones.

quick response , capable, kind and polite service

You listened, and helped me. Thank tou a million times!!

Generally, fine. At least 2 times it seems to have alarmed for an unknown reason. Other times it "seems' to a bit too sensitive. But that is better than not sensitive enough.
All-in-all, it's OK

I am having a terrible experience with Lifeline. I returned a pendent on 10/27/25, with their return label, the same day I received it. I have called many times and have gone through a lot to talk to a live person each time. No one has returned my call with any update on a refund. This is the worst experience I have had with a company.

Both responses were within 10 minutes apart in two different states!! First at our home in St Charles, IL and the second at our condo in Lighthouse Point Fl
We were in Florida at time when my wife rolled over not aware that she pushed the button! I was not called other than by IL FD and FL FD found us with no issues!! Let this be a lesson to notify Lifeline when going out of state!!

The new automated system is unreliable and I am not confident it will be reliable during an actual emergency. The local contact person is excellent, but the new system is not what we signed up for. I am shopping around for a new service.

These guys are great at the front end setup and getting your money but WOW what a mess to cancel the service. My 90 year old mom thought with a phone call she had canceled "as advertised" the service not knowing there was a catch, you have to get a label to return the equipment. So has been charged for the last 4 months while in an ALF and not needing the equipment. My email on the account but never contacted me. This company sets up barriers to keep charging the elderly customers. If we would not have stepped in they would have charged her until death and after if they could have found a way. Shameful business practices. I'm sure one day there will be mass action lawsuit because you can't treat people this way forever.
I was on hold the first time for 46 min. and never picked up the phone. Now been on the phone for 27 min. Findley got it done!! Crazy, Crazy, Crazy.

Doing a good job of contacting when monitor go's off.
Thank you
John Pride

I needed help recently because I couldn't get up from the floor. You couldn't hear me. You hung up and instead of sending help, you did nothing.

Lifeline is good to have - but the AI voice slows down response. Sometimes the responders have trouble understanding me.

I manage my mom's account for her. We've had a fast response every time she's accidentally pushed the button. Luckily, it's never been an emergency. Experiencing the fast response we receive is reassuring.

When I do my monthly check, Lifeline acts if I'm having an emergency. Goes through the actions of an emergency. Lifeline goes off sometimes when I'm going up a step.

Beware

I used this service to support my wife during the last years of her life. When she passed I informed LifeLine I needed to cancel service. I was told to mail back the unit with a Fedex label they emailed, which I did promptly. A few days later Fedex confirmed they received the unit. So far so good.

That was three weeks ago and today I received my 4th call from the company checking on the service. One of them even asked me if I knew where she was because they had lost track of the signal (I sighed and told them I knew precisely where she is).

Today was the 4th call and hopefully the last of it. I was told they have the unit and would finally cancel the account and never call me again. We shall see.

Consumers in a similar situation should be aware that this firm is terrible at managing what should be a simple process, and made a very painful time even more so.

To be clear, I had no complaints about the service while we needed its protection (we never actually had to press the button). But I would never do business with them again. There are plenty of alternatives.

UPDATE: Another two weeks or so have passed. I have received two more voicemails immediately after their canned reply was posted -- one to tell me to call them back and another a minute later telling me I wouldn't receive another call from them.

I thought I was finally done but today I received a form letter addressed to my late wife indicating the account was past due (it appears they have kept charging the account I closed over a month ago).

Talk is cheap. If they choose to reply yet again it should be to inform me that they have zeroed out the errant balance, have closed the account, are mailing me evidence that this has happened, and thereafter will never ever ever contact me again.

Again, do business with these folks at your own risk. This nonsense is the last thing you will want to deal with during what is already a difficult period.

My mother used this service and had to move to an assisted living facility. We tried to stop service but impossible to deal with customer service and not given any shipping label to return device. Over a year passes and suddenly she starts to get monthly bills in December and January. I call customer service and have a 2 hour wait time and no call back. Call the next day and get bumped from one department to another for 45mins. Still no resolution. Next call is another 45mins and they drop the call. I am told she has a bill for $379 for not returning the device they never sent a label for. Shady business practice and the worst customer service I have eve experienced. I still have to call again to get rid of these people...The company responded to this with a call and I found out even more shady business practices in my discussion with the customer service rep. They bill at the first of the month so whenever you need to cancel service you can't be reimbursed for the rest of the month that the device is not in use. Say a loved one passes on the 4th day of the month and you cancel service returning the device by the 10th. You will not be reimbursed for the remaining days of the month that are already paid for. So now they can send out your old device to somebody else and bill them for the same month and double dip on the payday. Yes, this is legal but it does not make it right. This was one of the worst companies I have had to deal with since becoming my parents POA. This company is disgusting. All they want is your money and they don't make it easy to get rid of them once the checks start coming to them. Proceed with caution if you dare to at all.